Community Management

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Community Management

  1. 1. Online Community Management How to avoid chaos and create a positive community environment.
  2. 2. Who is Martin Reed? I build online communities. • JustChat.co.uk - Founded in 2000. – Up to 600 simultaneous chat room users – Over 400,000 forum posts since December ‘04 – Over 250,000 messages sent since May ‘06 • SoapForum.co.uk • FemaleForum.com
  3. 3. What is Community Management? • Not the same as a community moderator. • Promote. • Represent. • Encourage. • Matchmaker. Moderation is always a last resort.
  4. 4. The Community from Hell • Arguments. • Abuse. • No responsibility. • No maturity. • No respect. • Illegal content. “I’m Innocent”
  5. 5. How to Avoid Chaos • Guidelines from day one. • Be active and visible. • Be approachable. • Be contactable. • Be impartial. • Adapt and learn. • Delegate and empower.
  6. 6. Building a Team of Moderators • Working alone isn’t an option as community grows. • ‘Best’ members. • Guidelines. • Expectations. • Communication. • Volunteer perception.
  7. 7. How to Moderate • Censorship and oppression do not encourage activity. • Avoid editing. • Encourage self-resolution. • Keep all content (even if removed). • Courtesy and professionalism. Moderate to your guidelines.
  8. 8. Encouraging Member Activity • Often the biggest community building challenge. • Self interest. • Controversy. • Questions. • Roadmap. • Keep it simple!
  9. 9. Spam, Scams and Tricksters • Be prepared. • Member safety. • Community perception. • Automated tools aren’t perfect. • They’re getting smarter. • Covert suspicion of new members. One of the biggest threats to your online community.
  10. 10. You Are The Boss • Don’t be intimidated. • Decisions don’t need to be made immediately. • You will face abuse. • Stick to your decisions (maybe). • Respect, trust, honesty.
  11. 11. martin@communityspark.com Resources and discussion: http://www.communityspark.com/inforte

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